Summary
Overview
Work History
Education
Skills
Timeline
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Erin Werner

Phoenix

Summary

Results-driven Business Analyst with CVS Aetna, skilled in data analysis and team collaboration. Enhanced operational efficiency through gap analysis and optimized workflows, achieving significant improvements in project delivery timelines. Known for empathetic customer service, fostering strong relationships, and mentoring new hires to elevate team performance.

Overview

2021
2021
years of professional experience

Work History

Business Analyst

CVS Aetna
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
  • Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
  • Improved business processes by analyzing current practices and recommending optimization strategies.
  • Optimized workflow processes to enhance overall productivity and achieve operational excellence.
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.
  • Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
  • Increased resource efficiency by analyzing detailed business requirements.

Customer Service Representative

Aetna
11.2006 - 01.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Education

High School Diploma -

Park Ave. High School
Pomona, CA
06.1975

Skills

  • Data analysis
  • Requirements gathering
  • Team collaboration
  • Microsoft Office Suite

Timeline

Customer Service Representative

Aetna
11.2006 - 01.2021

Business Analyst

CVS Aetna

High School Diploma -

Park Ave. High School

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Erin Werner